Legal claims defining the scope of protection. Each claim is shown in both the original legal language and a plain English translation.
1. A method, comprising: receiving a user communication from an electronic device at a cellular network; determining, at the cellular network, one or more intent parameters of the user communication; estimating, at the cellular network, an amount of future user communications each having at least one similar intent parameter to the one or more intent parameters; evaluating, at the cellular network, a capacity of a service system of the cellular network to handle the estimated amount of future user communications, the capacity including a number of agents that are available to resolve issues in the estimated amount of future user communications; and in response to the estimated amount exceeding the evaluated capacity, increasing, at the cellular network, the capacity of the service system with additional agents that are capable of resolving the issues.
2. The method as recited in claim 1 , wherein evaluating a capacity of the service system comprises correlating the one or more intent parameters to agent profiles and identifying agents that have skills related to the one or more intent parameters.
3. The method as recited in claim 2 , wherein the increasing the capacity of the service system comprises: using the agent profiles to identify particular agents that can handle the future user communications; and adding at least some of the identified particular agents to the capacity.
This invention relates to optimizing the capacity of a service system by dynamically allocating agents to handle future user communications. The system addresses the challenge of efficiently managing agent resources to ensure timely and effective responses to user interactions, particularly in environments where communication volumes fluctuate. The method involves analyzing agent profiles to determine which agents are best suited to handle specific types of user communications. These profiles may include skills, availability, historical performance, or other relevant metrics. By identifying agents with the appropriate qualifications or experience, the system can proactively increase capacity by assigning these agents to anticipated communication needs. The process ensures that the service system can scale its workforce dynamically, reducing wait times and improving overall service quality. This approach is particularly useful in customer service, support, or other communication-intensive industries where demand forecasting and resource allocation are critical. The invention enhances operational efficiency by leveraging data-driven agent selection to meet future communication demands without overstaffing or underutilizing resources.
4. The method as recited in claim 2 , wherein the increasing capacity of the service system comprises: identifying particular agents that can handle the future user communications if the particular agents have guidance materials; and adding a number of the identified particular agents to the capacity.
5. The method as recited in claim 1 , wherein the determining the one or more intent parameters comprises: identifying data related to the electronic device or a user associated with the electronic device; and storing at least some of the data related to the electronic device or the user in an intent parameters array.
This invention relates to systems for determining user or device intent in electronic devices, such as smartphones, tablets, or other computing systems. The problem addressed is the need to accurately infer user or device intent to improve device functionality, such as personalization, automation, or security. The invention provides a method for identifying and storing intent parameters derived from device or user-related data to enable more intelligent device behavior. The method involves collecting data related to the electronic device or its user, such as usage patterns, preferences, or contextual information. This data is then processed to extract relevant intent parameters, which are stored in an intent parameters array. The array serves as a structured repository for these parameters, allowing the device to reference them for decision-making. For example, the stored parameters may influence how the device prioritizes notifications, adjusts settings, or executes automated tasks based on inferred intent. By dynamically determining and storing intent parameters, the invention enables devices to adapt more effectively to user needs or environmental conditions. This approach enhances user experience by reducing manual input and improving system responsiveness. The method may be applied in various domains, including smart home systems, virtual assistants, or enterprise applications where intent-based automation is valuable. The invention improves upon prior systems by providing a structured and scalable way to manage intent-related data, ensuring more reliable and context-aware device behavior.
6. The method as recited in claim 5 , wherein the data related to the electronic device of the user comprises one or more of the following types of data: device data; network data; user history data; user account data; or event data.
7. The method as recited in claim 1 , wherein the evaluating the capacity of the service system comprises correlating the one or more intent parameters to agent profiles that identify skills possessed by respective agents.
8. A system, comprising: a processor; and memory storing components executable or accessible by the processor, the components comprising: an intent parameters array that stores one or more intent parameters associated with a user communication; a network capacity evaluator configured to estimate a number of future user communications each having at least one similar intent parameter to the one or more intent parameters to be received by a service system, and to evaluate a capacity of user support agents of the service system to handle the estimated number of future user communications; and a network capacity adjuster configured to identify additional agents that have appropriate skills to handle the future user communications and increasing the capacity of the service system with the identified additional agents if the estimated number of future user communications exceeds the capacity.
9. The system as recited in claim 8 , wherein identifying additional agents that have appropriate skills to handle the future user communications comprises identifying additional agents who have previous experience resolving user communications with the one or more intent parameters.
10. The system as recited in claim 8 , wherein identifying additional agents that have appropriate skills to the future user communications comprises identifying additional agents who have skills related to one or more intent parameters.
11. The system as recited in claim 8 , wherein identifying additional agents that have appropriate skills to handle the future communications comprises identifying additional agents who have skills to resolve specific user communications with the one or more intent parameters if instructions are provided to the additional agents.
12. The system as recited in claim 8 , further comprising an intent determiner configured to identify the one or more intent parameters associated with the user communication and to store intent parameters in the intent parameters array.
A system for processing user communications includes an intent determiner that analyzes the communication to identify one or more intent parameters. These parameters are then stored in an intent parameters array. The intent determiner extracts specific user intentions or goals from the communication, such as requests, commands, or preferences, and organizes them into structured data for further processing. This system operates within a broader framework that captures and processes user communications, such as voice or text inputs, to facilitate automated responses or actions. The intent parameters array serves as a structured repository for storing and retrieving these identified intentions, enabling downstream components to interpret and act on the user's input accurately. By systematically determining and storing intent parameters, the system enhances the accuracy and efficiency of automated communication processing, particularly in applications like virtual assistants, customer service bots, or interactive voice response systems. The intent determiner may employ natural language processing techniques to parse and interpret the user's communication, ensuring that the extracted parameters align with the user's expressed intent. This structured approach improves the system's ability to respond appropriately to diverse user inputs.
13. The system as recited in claim 12 , wherein identified intent parameters are one or more of the following types of data: device data; network data; user history data; user account data; or event data.
14. One or more non-transitory computer-readable media including computer-executable instructions that, when executed, perform the following: receiving a user communication from an electronic device in communication with a cellular network; determining one or more intent parameters of the user communication that identify data related to the user communication; estimating a number of future user communications each having at least one similar intent parameter to the one or more intent parameters; evaluating a capacity of a service system of the cellular network to handle the estimated amount of future user communications, the capacity including a number of agents that are available to resolve issues in the estimated amount of future user communications; and in response to the estimated number of future user communications exceeding the evaluated capacity, increasing capacity of the service system with additional agents that are capable of resolving the issues.
15. The one or more non-transitory computer-readable media as recited in claim 14 , wherein evaluating a capacity of the service system comprises correlating the one or more intent parameters to agent profiles and identifying agents that have skills related to the one or more intent parameters.
This invention relates to a system for optimizing service system performance by evaluating and correlating intent parameters with agent profiles to improve service delivery. The system addresses the challenge of efficiently matching service requests to agents with the appropriate skills, thereby enhancing customer satisfaction and operational efficiency. The system operates by first receiving one or more intent parameters from a service request, which may include information about the nature of the request, such as the topic, urgency, or specific requirements. These intent parameters are then evaluated by correlating them with agent profiles stored in a database. Each agent profile contains data about an agent's skills, expertise, and availability. The system identifies agents whose skills align with the intent parameters, ensuring that the request is routed to the most qualified agent. Additionally, the system may prioritize agents based on factors such as workload, historical performance, or real-time availability. This dynamic matching process ensures that service requests are handled efficiently, reducing wait times and improving resolution rates. The system may also update agent profiles based on new intent parameters or feedback, allowing for continuous improvement in agent selection. By leveraging intent-based matching, the system enhances the accuracy and speed of service delivery, leading to better customer experiences and optimized resource utilization. This approach is particularly useful in customer service, technical support, and other service-oriented environments where matching the right agent to the right request is critical.
16. The one or more non-transitory computer-readable media as recited in claim 15 , wherein the increasing capacity of the service system comprises: using the agent profiles to identify particular agents that can handle the future user communications; and adding at least some of the identified particular agents to the capacity.
17. The one or more non-transitory computer-readable media as recited in claim 14 , wherein the increasing capacity of the service system comprises: identifying particular agents that can handle the user communications if the particular agents have guidance materials; and adding a number of the identified particular agents to the capacity.
18. The one or more non-transitory computer-readable media as recited in claim 14 , wherein the determining the one or more intent parameters comprises: identifying data related to the electronic device or a user associated with the electronic device; and storing at least some of the data related to the electronic device or the user in an intent parameters array.
This invention relates to systems and methods for determining user or device intent in computing environments. The problem addressed is the need to accurately identify and store parameters that reflect the intent of a user or an electronic device to enable personalized or adaptive responses. The solution involves analyzing data associated with the device or user and organizing this data into structured arrays for further processing. The system collects data related to the electronic device, such as hardware specifications, network connectivity, or usage patterns, and user-specific data, such as preferences, behavior, or historical interactions. This data is processed to extract relevant intent parameters, which are then stored in an intent parameters array. The array serves as a structured repository for these parameters, allowing subsequent systems or algorithms to access and utilize them for decision-making, such as customizing device behavior, optimizing performance, or tailoring user experiences. The invention improves upon prior art by providing a systematic approach to intent parameter determination, ensuring that relevant data is captured and stored in a structured format. This enables more accurate and efficient intent-based processing in various applications, including user interface personalization, device automation, and adaptive computing systems. The use of an intent parameters array ensures scalability and flexibility, allowing the system to adapt to different types of devices and user profiles.
19. The one or more non-transitory computer-readable media as recited in claim 18 , wherein the data related to the electronic device of the user comprises one or more of the following types of data: device data; network data; user history data; user account data; or event data.
20. The one or more non-transitory computer-readable media as recited in claim 14 , wherein the evaluating the capacity of the service system comprises correlating the one or more intent parameters to agent profiles that identify skills possessed by respective agents.
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March 16, 2021
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